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Director Enrollment and Retention Performance

Community: Blackboard Student Success
Location: United States
Date Posted: Oct 21, 2021
Remote: Yes
Travel Requirements: Occasional

Job Description


Director, Enrollment and Retention Performance
Remote – US

The Opportunity: 
We’re looking for a Director, Enrollment and Retention Performance to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.



At Blackboard, we believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices, but who we are as a company.



For more information about Blackboard and our career opportunities, please

Over the past 10 years, Blackboard has developed capabilities to help institutions grow enrollment and improve retention. Blackboard Student Success offers institutions a set of connected capabilities to make measurable and sustainable impacts on the student experience. Our portfolio encompasses the full spectrum including supporting strategic planning efforts, full-service marketing and enrollment management, student support and retention coaching. The results lead to increased revenue, better management of costs, and more efficient use of resources which help ensure the long-term health and viability of the institution.

Blackboard’s Marketing and Enrollment organization within Student Success is looking for a knowledgeable, results-oriented Director of Enrollment and Retention Performance to join our client-facing enrollment delivery team, work directly with our Higher Education partners, and drive results for overall enrollment and retention performance. We’re focused on helping our clients navigate successful enrollment growth and student success confidently by making data-driven decisions that address the big challenges facing their institutions today.

The Director, Enrollment and Retention Performance will be responsible for leading a team of enrollment managers and coaches to drive performance and enrollment for online degrees and programs for public and private 4-year universities. This person will work directly with our institutional partners and internal resources on the delivery of consultative coaching services related to enrollment and retention. To be successful in this position, the Director must possess a deep and fluent understanding of the market trends impacting Higher Ed enrollment success.

This role will have a direct and significant impact on the success of Blackboard’s growing portfolio of marketing and enrollment clients.



Primary responsibilities will include:

  • Leading a growing consultative coaching organization by providing strategic vision, direction, career coaching, and development to a team of enrollment managers and coaches
  • Building and evolving the team and the resources required to exceed client expectations and meet performance targets 
  • Optimizing enrollment strategies to drive enrollment growth and an overall return on the client’s investment by utilizing a multi-modal approach, including phone, text, email, and other means to meet prospective students where they are
  • Recognizing and implementing best practices that elevate conversion rates throughout the student enrollment funnel, increase application yield rates, and mitigate retention risk
  • Analyzing enrollment and retention reporting metrics, data, and KPIs to ensure effectiveness of the Blackboard coaching services
  • Developing a formal onboarding process of management and coaches
  • Implementing steps and processes that drive a culture of high-performance
  • Collaborating with marketing team to create high performance enrollment funnel from lead generation through to enrollment
  • In partnership with the Account Management team, accurately setting expectations, onboarding new clients, mapping priorities and processes, managing commitments, and responding with urgency to client concerns 
  • Working in conjunction with various Operations, Implementation, Training, and Quality Assurance stakeholders as needed to ensure optimal delivery of services


The Candidate:

Required skills/qualifications:

  • Bachelor's degree
  • 10+ years of progressively advanced experience in Higher Ed Enrollment, Admissions, and/or Retention, either for-profit or non-profit
  • 5+ years of management experience, leading direct and indirect teams
  • Fluency in and understanding of enrollment-related technologies such as Hubspot, Hobsons Radius, SalesForce, and/or TargetX
  • Extensive knowledge of higher education enrollment and retention best practices
  • Familiarity with consultative sales philosophy and an ability to nurture these techniques within managers and coaches
  • Ability to interpret client needs and obstacles into plans of action
  • Ability to interpret enrollment trend data and make recommendations for areas of focus
  • Knowledge of higher education ERP, SIS, and telephony systems
  • Experience with business intelligence systems such as Microsoft PowerBI used to track performance
  • Strong analytical skills with a proven record of strategic data-driven process improvements
  • Superior customer service and client-facing skills
  • Superior communication and presentation skills, both written and oral
  • Independent, self-starter with strong prioritization, project management and coordination skills; and ability to excel in a fluid, cross-functional team environment
  • Demonstrated analytical and organizational skills



Preferred skills/qualifications:

  • Advanced degree



This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.



Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.



This position is not available for candidates residing in the following states: CO, CA, MA


 #LI-Remote #LI-JO1

Req ID: 597

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